Emergency utility assistance, what to do today

Quick checklist

If you only have a few minutes, start here:

• Call your utility today and ask for a disconnection hold, payment plan, and any low income or medical hardship options.
• Start an energy assistance application today if you are behind on heating, cooling, or electric bills.
• Call your water utility today and ask about payment plans and customer assistance programs.
• If your home is getting dangerously hot or cold, go somewhere safer while you make calls and submit paperwork.
• Avoid unsafe heating and generator use to reduce carbon monoxide risk.
• Watch for shutoff scams that pressure you to pay immediately using unusual methods.

Introduction

An emergency utility situation can look like a final notice, a past due balance you cannot catch up on, or a disruption that puts you at risk. It can also be urgent if you use medical equipment that needs power, or if you are an older adult who is more vulnerable to heat or cold.

Start with two goals:

• Protect your safety today.
• Activate every available option to prevent shutoff or restore service.

If you might be unsafe right now, focus on safety first

If your home is becoming dangerously hot or cold, or if you rely on electricity for a medical need, treat this as urgent. Getting to a safer place can buy you time to make calls and submit applications.

Signs you should treat this as an emergency

Call 911 or seek emergency help right away if you or someone you are caring for has any of the following:

• Possible heat illness such as severe headache, confusion, repeated vomiting, fainting, or symptoms that worsen quickly.
• Possible hypothermia such as confusion, extreme sleepiness, slurred speech, or a body temperature that is very low.
• Possible carbon monoxide exposure such as headache, dizziness, weakness, nausea, chest pain, or confusion, especially if more than one person feels sick at the same time.
• A life supporting device is failing because power is out, such as oxygen equipment, a ventilator, suction equipment, or dialysis related devices.

Safer places you can use today

If you need relief from heat or cold, consider these options while you work on financial assistance:

• An air conditioned or heated public building, such as a library or community center.
• A friend, neighbor, or family member’s home.
• A local warming or cooling center, shelter, or emergency resource in your community.

If you are caring for an older adult, check in frequently. Older adults are at higher risk for heat related illness, and may not sense temperature changes as quickly.

Step 1 today: Contact the utility and ask for immediate options

Even if you plan to apply for assistance, contacting the utility company is still an important first step. Many utilities can place a temporary hold, offer a payment plan, or explain what is required for reconnection.

When you call, be ready to say, in one sentence, what you need today. Examples:

• “I received a shutoff notice and I am requesting a disconnection hold and a payment plan.”
• “My service is already off and I need to know the fastest way to restore it.”
• “Someone in this home has a medical need that depends on electricity. What medical hardship options do you offer?”

What to ask about

Ask the representative to screen you for programs and protections that apply to your situation. Depending on where you live, you may hear different names for similar options.

• Disconnection hold or extension while you apply for assistance.
• Payment plan, due date change, or reduced payment arrangement.
• Reconnection options, including whether fees can be reduced or waived.
• Low income discounts or rate programs.
• “Medical” or “serious illness” protection policies, sometimes requiring a form from a clinician.
• Crisis or emergency help programs, often administered through a local agency.
• For water bills, ask about customer assistance programs, bill reviews for unusual spikes, and whether they can adjust the bill if there is a confirmed leak.

What to have in front of you

Having the basics ready can speed up the call:

• Your account number and service address.
• The shutoff notice, including dates and any reference numbers.
• Household size and approximate monthly income.
• Proof you receive benefits such as SSI, SNAP, Medicaid, or other programs, if that applies to you.
• If you have a medical need, the name of the condition or device and your clinician’s contact information.

Step 2 today: Apply for emergency utility assistance programs

If you are behind on energy bills, a key program to know about is LIHEAP, which can help with heating or cooling bills and may provide emergency services during an energy crisis. Many areas also have weatherization programs that reduce future bills by improving home energy efficiency.

For water bills, many communities offer affordability programs, payment plans, or conservation support through the local water utility.

Energy bill help, including LIHEAP

Government guidance explains that LIHEAP eligibility is income based and varies by state, territory, and tribal program. Some locations allow online applications, while others require in person or mailed applications. Policies about disconnection protections can also vary by location and may consider factors like weather, age, disability, and provider rules.

If you are looking for emergency utility assistance today, consider these actions:

• Start an application the same day you receive a shutoff notice. Funds can be limited and processing takes time.
• Ask whether your situation qualifies as a crisis or emergency request, especially if you have no heat, no cooling in extreme heat, or a disconnection notice.
• If you are denied, ask what information is missing and whether you can appeal or reapply if your situation changes.

Weatherization Assistance Program

The Weatherization Assistance Program (WAP) focuses on reducing energy costs for low income households by improving energy efficiency while supporting health and safety in the home. Weatherization can take longer than crisis bill help, but it can lower your bills for years.

You can still start today by:

• Asking your state or local WAP office how to apply.
• Letting them know if your home has urgent issues that affect safety, such as poor insulation, broken windows, or unsafe heating.

Water bill help and what to ask your water utility

The U.S. Environmental Protection Agency notes that water affordability challenges can affect lower income households and older adults on fixed incomes. If you cannot afford your water or sewer bill, a practical first step is to contact your water utility and ask what affordability options they offer.

Ask specifically about:

• Payment plans and due date extensions.
• Customer assistance or discount programs for income eligible households.
• Bill reviews for unusually high bills, including possible leak related spikes.
• Ways to reduce usage, such as conservation kits or tips that lower monthly costs.

Step 3 today: Gather documents fast, then submit what you have

Applications often move faster when you submit complete information, but do not let paperwork stop you from starting. If you have a shutoff notice, you can often begin the process and provide follow up documents as needed.

A quick document checklist:

• Photo ID and proof of address.
• Recent utility bills and shutoff notices.
• Proof of income for everyone in the household, such as pay stubs, benefit letters, or tax documents.
• Proof of benefits, if you receive them.
• A brief note about hardship, such as job loss, medical expenses, or a recent hospitalization.
• If applicable, medical documentation showing why continuous utility service is needed.

How to stay safer while you wait for help

If your utilities are unstable or disconnected, focus on practical steps that reduce health risk.

If it is very hot and you do not have air conditioning

Heat can become dangerous quickly, especially for adults age 65 and older and people with chronic health conditions.

Helpful steps:

• Spend as much time as possible in an air conditioned building.
• Drink water regularly, unless your clinician has you on fluid restrictions, in that case ask what is safe for you.
• Do not rely on a fan as your main cooling source when it is extremely hot.
• Avoid using the stove or oven, because it can heat up your home.
• Check on a neighbor or have someone check on you.

If it is very cold and your heat is limited

Older adults can be affected more quickly by cold. Hypothermia can be a medical emergency.

Helpful steps:

• Stay indoors and dress in layers.
• Keep your home as warm as you safely can.
• If your home is becoming too cold, go to a warmer location rather than trying to “tough it out.”
• Watch for confusion, unusual sleepiness, or clumsiness in yourself or someone you care for.

If you rely on electricity for health needs

Power loss can quickly become dangerous when you rely on electricity dependent medical equipment, or when you have medications that need temperature control.

Make a power outage plan for medical devices

The U.S. Food and Drug Administration provides a planning booklet for people who use medical devices that require electricity. The goal is to keep key information in one place and to plan what you will do if power fails.

Today, you can:

• Write down the device name, model, supplier, and how to reach your clinician.
• Ask the device supplier what backup options exist, such as batteries, manual alternatives, or safe transport.
• Identify where you could go if power is out for more than a short period, such as a nearby friend’s home or a medical facility.

HHS preparedness resources also highlight that disruptions in electricity and other utilities can affect people who rely on durable medical equipment such as oxygen concentrators, CPAP devices, suction pumps, infusion pumps, and power mobility devices. If you use any of these, plan early and share your needs with caregivers.

Protect refrigerated medicines and insulin during outages

If the power is out for a day or more, CDC guidance says to throw away medications that should be refrigerated unless the label says otherwise. If a life depends on the medication, CDC advises you may use it only until a new supply is available, and replace it as soon as possible.

For insulin, CDC notes that you should keep it cool and avoid freezing it. Heat and direct sunlight can make insulin less effective.

If you are unsure about a specific medication, call your pharmacist or prescriber for drug specific guidance.

Avoid unsafe heating and power practices

When utilities are off, people sometimes use equipment in ways that create new dangers. Carbon monoxide is a particular risk when using generators, grills, camp stoves, or fuel burning heaters incorrectly.

Carbon monoxide safety basics

CDC explains that carbon monoxide is an odorless, colorless gas that can cause sudden illness and death if inhaled. MedlinePlus and Mayo Clinic describe common symptoms such as headache, dizziness, weakness, nausea, chest pain, and confusion.

If you suspect carbon monoxide exposure:

• Get everyone into fresh air immediately.
• Call 911 or seek emergency care, especially if someone is confused, cannot stay awake, or has chest pain.

Generator safety

CDC warns that portable generators produce carbon monoxide and can kill without warning. Follow these basic rules:

• Use generators outdoors only.
• Keep the generator far from doors, windows, and vents.
• Never run a generator in a home, garage, basement, or enclosed space, even if doors or windows are open.
• Use carbon monoxide alarms with battery backup if you have them.

Watch out for utility related scams

When you are stressed about a shutoff notice, scammers may try to pressure you into paying them. The Federal Trade Commission warns about impostors who claim to be your utility company and demand immediate payment, often using unusual methods.

Common red flags include:

• Threats of shutoff within minutes unless you pay right now.
• Requests to pay with gift cards, cryptocurrency, wire transfer, or a barcode sent by text or email.
• Refusal to let you call back using the number on your bill.

If you are unsure, hang up and call your utility using the official number printed on your statement.

How Understood Care can support you

If you want help getting organized, it can be useful to have someone support your calls, paperwork, and follow up.

Understood Care resources that may help:

• Financial help overview: https://understoodcare.com/uc-articles/financial-help
• Application support and paperwork help: https://understoodcare.com/care-types/application-help
• Reviewing bills and spotting issues: https://understoodcare.com/care-types/analyze-bills
• Coordinating care and community resources: https://understoodcare.com/care-types/care-coordination

FAQ

• How can I get emergency utility assistance today?
  Start by calling your utility to ask for a disconnection hold and a payment plan, then apply for LIHEAP or local emergency programs the same day.
• What is emergency utility assistance for electric bills and gas bills?
  Emergency utility assistance usually means short term help to prevent shutoff or restore service, often through LIHEAP, local agencies, or utility hardship programs.
• What should I do if my utilities are already disconnected?
  Ask your utility what is required to reconnect service, then contact assistance programs immediately. If safety is at risk, go to a heated or air conditioned location and seek help.
• Is there emergency water bill assistance?
  Many water utilities offer payment plans or customer assistance programs. Call your water provider and ask what affordability options are available.
• How do I prevent carbon monoxide poisoning during a power outage?
  Never use generators or fuel burning devices indoors. If anyone has symptoms like headache, dizziness, or confusion, get fresh air and seek medical help.
• Can I keep insulin safe without power?
  Try to keep insulin cool without freezing it, and keep it away from direct heat and sunlight. Replace refrigerated medications as soon as possible and ask your pharmacist for guidance.

References

• Help with utility bills | USAGov
  https://www.usa.gov/help-with-utility-bills
• Get help with energy bills | USAGov
  https://www.usa.gov/help-with-energy-bills
• Weatherization Assistance Program | U.S. Department of Energy
  https://www.energy.gov/scep/wap/weatherization-assistance-program
• Water Affordability Resources for Consumers | U.S. Environmental Protection Agency
  https://www.epa.gov/waterfinancecenter/water-affordability-resources-consumers
• Heat and Older Adults (Aged 65+) | Centers for Disease Control and Prevention
  https://www.cdc.gov/heat-health/risk-factors/heat-and-older-adults-aged-65.html
• Hot Weather Safety for Older Adults | National Institute on Aging
  https://www.nia.nih.gov/health/safety/hot-weather-safety-older-adults
• Cold Weather Safety for Older Adults | National Institute on Aging
  https://www.nia.nih.gov/health/safety/cold-weather-safety-older-adults
• Hypothermia | MedlinePlus
  https://medlineplus.gov/hypothermia.html
• Carbon Monoxide Poisoning | MedlinePlus
  https://medlineplus.gov/carbonmonoxidepoisoning.html
• Carbon monoxide poisoning, symptoms and causes | Mayo Clinic
  https://www.mayoclinic.org/diseases-conditions/carbon-monoxide/symptoms-causes/syc-20370642
• Carbon Monoxide Poisoning Basics | Centers for Disease Control and Prevention
  https://www.cdc.gov/carbon-monoxide/about/index.html
• Generator Safety Fact Sheet | Centers for Disease Control and Prevention
  https://www.cdc.gov/carbon-monoxide/factsheets/generator-safety-fact-sheet.html
• Managing Insulin in an Emergency | Centers for Disease Control and Prevention
  https://www.cdc.gov/diabetes/articles/managing-insulin-in-emergency.html
• Refrigerated Drugs | Centers for Disease Control and Prevention
  https://www.cdc.gov/natural-disasters/psa-toolkit/refrigerated-drugs.html
• Home Use Devices: How to Prepare for and Handle Power Outages for Medical Devices that Require Electricity | U.S. Food and Drug Administration
  https://www.fda.gov/media/80782/download
• Durable Medical Equipment in Disasters | HHS ASPR TRACIE
  https://files.asprtracie.hhs.gov/documents/aspr-tracie-durable-medical-equipment-in-disasters.pdf
• Scammers Pretend To Be Your Utility Company | Federal Trade Commission
  https://consumer.ftc.gov/node/77471
• Got a barcode from your utility company to make a payment? That’s a scam | Federal Trade Commission
  https://consumer.ftc.gov/consumer-alerts/2024/07/got-barcode-your-utility-company-make-payment-thats-scam